If your order arrived late, has missing items, or the wrong items, you can report the issue through the Instacart app or website within three days of pickup or delivery. Instacart can issue a credit or refund for eligible issues.

You can report issues like: 

  • Missing items
  • Incorrect items
  • Expired, damaged, or spoiled items
  • Poor replacements
  • Late or delayed orders
  • Wrong order delivered
  • Order never arrive

If you received extra items or an entirely wrong order, keep, donate, or discard the items. You’re only charged for what you ordered. 

Reporting an order issue

You have up to three days after pickup or delivery to self-report an issue. Report each issue separately.

In the app

  1. Tap the Account icon (head and shoulders symbol).

  2. Tap Orders. 

  3. Tap Get help on the relevant order.

  4. Tap the issue you experienced. If you selected an item issue, choose the affected item(s).

  5. Select your preferred resolution.

On the website

  1. Go to Instacart.com and click the 3 horizontal lines in the upper left corner.

  2. Select Your orders. 

  3. Click Report a problem on the relevant order.

  4. Select the issue you experienced. If you selected an item issue, choose the affected item(s).

  5. Select your preferred resolution.

After you submit your report, you'll get an email confirmation for any credits or refunds applied to your account.

Instacart processes refunds immediately. Depending on your bank or payment method, it may take additional time for funds to appear in your account. Credits appear in the Credits, promos & gift cards section of your account and apply automatically at checkout on your next order.

Refund and credit details

Not all issues automatically qualify for a credit or refund. Here's what to know:

  • Refund amount: Instacart may issue a refund or credit up to the amount you paid for an item. If only a portion of an item is missing or damaged, you may receive a partial refund or credit.
  • EBT SNAP orders: EBT orders are not eligible for credit. If you used EBT SNAP, you will only see a refund option. Contact Instacart Customer Experience directly for EBT refunds. Only Instacart, not the retailer, can process these.
  • In-store returns: Some items may require an in-store return for a refund. High-value or certified delivery items from eligible retailers can be returned in-store with your digital Instacart receipt.
  • Same-day refunds: If you report an issue within 24 hours of receiving your order, you may receive a same-day refund. Same-day refunds appear as an adjustment to the original charge, not as a separate line item.
  • PayPal and Klarna: Refunds for these payment methods are issued directly to those accounts. Contact PayPal or Klarna directly if you experience issues with these refunds.